Customer Sales Apprenticeship Locations: Cardiff & Newcastle Salary: Cardiff: £22,300 per annum Newcastle: £21,300 per annum Duration: 15 months Qualification: Level 2 Customer Service Practitioner Start Dates: Cardiff September 2024 Newcastle September 2024 Header Identify the ultimate package. Sell Sky products. Gain a qualification in Customer Services. Our Contact Centre Apprentices focus on having great conversations and delivering the best service for our customers. About this programme Identify the ultimate package. Sell Sky products. Gain a qualification in Customer Services. Our Contact Centre Apprentices focus on having great conversations and delivering the best service for our customers. Working in our Contact Centre youll be part of one of our Customer Sales Teams who work hard to deliver the best service in the country to new and existing customers. We have three main Sales teams in which this role may sit: Loyalty Stay, Loyalty Change or Welcome. Loyalty Stay Youll find yourself taking inbound calls and looking to understand a customers needs in order to maintain their relationship with Sky. Well help you develop all the skills, knowledge and confidence you need to help our customers get great value from Sky. Loyalty Change Youll find yourself taking inbound calls to understand what each customer wants and use your judgment to respond in the right way to ensure they have the best package for their needs. Well help you develop all the skills, knowledge and confidence you need to help our customers get great value from their existing products, or by introducing them to new ones. Welcome Youll give new customers the warmest welcome to Sky. Taking inbound calls youll understand what each customer wants and use your judgment to respond in the right way to ensure they choose Sky. Well help you develop all the skills, knowledge and confidence you need to give our customers extraordinary service ensuring our customers have the best start with Sky. What youll be doing As an Apprentice with us youll be fully supported to achieve a nationally recognised Customer Service qualification by the end of your first 15 months at Sky. In your first four weeks, youll be fully supported by a learning specialist in our Start Sky programme learning all about our how we deliver outstanding customer service, making you an expert in this field. Youll then join Live Sky, start to take live calls from our customers, with support from experienced advisors to help you along the way. Youll also have additional support from your team leads and SIMs, as well as a Skills Coach to guide you through your day-to-day tasks. Youll also learn life skills along the way, that will help you with your career and personal growth. Day to day activities include: Listening attentively to customers: understanding their needs, showing empathy and inspiring trust Keeping the customer at the heart of all that we do Keeping up to date with all Sky products and campaigns so that you can effectively support our customers and promote new and existing products Delivering the best service in the country in every interaction Working towards targets across several business measures. What youll need Youll need a minimum of 2 GCSEs or equivalent if youre applying for a role in England. Other skills were looking for: Youll have a passion to sell Thrive in a target driven environment A confident communicator and team player A resilient attitude Enthusiastic about all things Sky Passionate about providing our customers with the best service in the country A desire to understand new technology, and be in touch with the latest technology trends Flexible: your typical shift pattern will vary, and youll need to be available to work evenings and weekends. Application process carousel Step 1 Submit your application First, complete our short application form by entering your details. Were looking for basic information such as contact details, education and any relevant work experience. As part of the application form, well ask questions around your eligibility to join this programme, which is funded by the Apprenticeship Levy. Step 2 Situational Judgement Test Once your application has been submitted, youll be invited to the next stage (so look out for our email, you may need to check your junk mail just in case) which is a series of situational judgement questions. These questions relate to the Customer Sales role and are also designed to help you learn more about the role. Step 3 Telephone Interview If you are successful at stage 2, youll be invited to complete a telephone interview. This will be a strength-based interview looking for different strengths that we think are important for any customer focussed role. We recommend using the STAR method where appropriate. Step 4 Virtual Assessment Centre The final stage of your application will be a virtual assessment day. Youll have the opportunity to impress us through a variety of tasks, which may include a group discussion, an individual interview, and smaller programme related exercises. Once youve completed your assessment day, well let you know when you can expect to hear back from us.